The Top Emerging Technologies In Artificial Intelligence

The Top Emerging AI Technologies

Even though AI is poised to “completely reframe how businesses operate and consumers interact” many firms are not ready to invest. The two top reasons for the standstill are:

We are unclear what AI can be used for in our business

There is no defined business case for AI investment

One reason behind the standstill is the AI landscape is complex. Navigating the AI ecosystem and prioritizing investment is becoming increasingly difficult.

15 Top Emerging Technologies

Forrester says, “AI technologies can help customer insights (CI) pros better understand and interact with customers by mimicking human cognitive functions to sense, think, and act. Forrester has identified AI as one of the top 15 emerging technologies that has the potential to change the world in the next five years.” Here's a list:

Note: Contact Solutions and Verint (our parent company) are active and/or have offerings in most of these categories.

Forrester did a deep dive into these 12 technologies to evaluate which should be on their short list. They found only four (just 30%) of those technologies are mature enough to deliver business value and impact on customer insight.

In a new report, The Top Emerging Technologies In Artificial Intelligence, Forrester digs into the four AI categories and assess each one. (You can, for limited time, download here)

You might be surprised to find you are already using these technologies in the contact center. Let’s take a closer look:

AI-enhanced Analytics Solutions: Forrester defines this category as one that helps orchestrate the customer journey and experience. These systems can understand the customer, learn preferences, predict next best action/solution, and surface insights. We believe this is a top priority area for the contact center as AI-enhanced analytics solutions can deliver new and stronger business benefit. Fraud detection is just one example.

Deep Learning (DL): DL is a type of machine learning algorithm that is a game changer in its ability to generate better predictions/insights, scale up with large data sets, and reduce the effort to build the model. In the contact center, DL is used in conversational systems (speech rec, NLG, NLU, etc), Speech Analytics, and other areas. Contact Solutions and Verint use DL in their products today and believe this will be one of the primary drivers of future innovation.

Natural Language Generation (NLG): NLG is a part of the tech stack in conversational systems. NLG uses advanced AI algorithms to generate speech from text. NLG is used to generate speech in Alexa, in Virtual Assistants and in a Natural Language IVR. We use NLG as part of our SmartCare conversational platform that powers IVR and Chatbot channels.

Get The Report

Read The Top Emerging Technologies In Artificial Intelligence to understand the technologies’ current benefits and shortcomings and to focus your resources accordingly.

Then take a look at your contact center. You might have some of these technologies deployed. You might even be able to tell your friends, ' Yep, we've been using AI for years.' Good job contact center.

Download The Report

About this blog

We believe digital is more than a technology. It’s a lifestylethat’s transforming nearly everyone. This blog explores how the digital lifestyle changes consumer behavior, how it triggers new expectations, and why digital consumers want to engage differently. If you want to get closer to your customers, join this conversation.